Director of Technical Customer Care, AI-Driven HealthTech

HHAeXchange; Fort Snelling Unorganized Territory (MN); Presencial; USD 155.000 - 170.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Benefits-eligible

Health plans

Paid time off

401K with company match

Descripción de la vacante

HHAeXchange in Bloomington, MN seeks a Director to lead the Tier 1 Technical Customer Care organization within a high-volume contact center. You will drive performance, QA, and escalation frameworks while aligning with product, engineering, and sales to meet customer needs.

You will operationalize AI-enabled tools, manage staffing and metrics, and ensure compliance with healthcare industry requirements, while developing leaders and delivering exceptional service outcomes in a fast-paced

Formación

• 10+ years of leadership experience in high-volume contact centers or technical support.
• 5+ years managing teams that support customers using complex software products in a SaaS environment.
• Extensive experience leading multi-channel call center operations (phone, ticket, chat, escalation).
• Experience with healthcare software platforms and support processes; familiarity with Salesforce Service Cloud and Jira.

Responsabilidades

• Oversee and lead the Tier 1 Technical Customer Care organization in the Bloomington, MN contact center, guiding daily operational performance and long-term strategic direction.
• Ensure consistent, documented QA standards and performance expectations (CSAT, SLA, ASA) across all teams.
• Develop and execute a support strategy that drives operational excellence through clear KPIs and strong QA practices.
• Drive process and technology optimization initiatives to enhance efficiency, quality, and customer experience.
• Own escalation oversight and guide teams through complex issues while coaching leaders.
• Partner with Product, Engineering, Sales, and other departments to align operational needs with business objectives.
• Leverage advanced performance analytics to assess health and guide strategic decisions.

Conocimientos

Leadership

SaaS management

Multi-channel ops

AI tools understanding

Customer service oriented

Project management

Independence

Collaboration

Herramientas

Salesforce Service Cloud

Jira

Descripción del empleo

HHAeXchange in Bloomington, MN seeks a Director to lead the Tier 1 Technical Customer Care organization within a high-volume contact center. You will drive performance, QA, and escalation frameworks while aligning with product, engineering, and sales to meet customer needs.

You will operationalize AI-enabled tools, manage staffing and metrics, and ensure compliance with healthcare industry requirements, while developing leaders and delivering exceptional service outcomes in a fast-paced